Location: London, UK. Click inside to apply.
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GLOAbout the job
This vacancy can be located at any of our headquarters within our market locations.
As Director Customer Solutions, CRM and Loyalty, you’ll lead the development and execution of comprehensive customer value management and a new Loyalty programme across all TUI regions, driving increased customer engagement, retention, and profitability.
Application closing date: 15th October (Please note that due to a high number of applications we might need to close the role earlier than the application closing date – so don’t delay!)
About Our Offer
- Competitive senior level remuneration package
- Very flexible working conditions (“trust-based working hours” + mobile/home working)
- Pension schemes and healthcare options
- Generous holiday entitlement & discounts
About The Job
- You’ll define and gain agreement on the CRM & Loyalty vision strategy across Markets + Airline and align across the group with other business units, particularly with Holiday Experiences.
- You’ll develop and launch a new TUI Loyalty scheme, leading the proposition concept, economic model, partner engagement, and delivery plans that can operate cost-effectively across the group.
- You’ll ensure effective delivery and operation of the overall Markets + Airline CRM programme at scale to support wider strategic objectives and specific market trading needs.
- You’ll transform CRM and Platform Merchandising towards increasing automation and personalisation, leveraging new platform capabilities, available data, and advanced data science and AI modelling.
- You’ll drive improving customer acquisition, engagement, and retention to help lower the overall cost of sale while increasing Customer Lifetime Value and overall profitability.
- You’ll lead the overall direction of the TUI Account, working with relevant teams to deliver improved engagement features, ecommerce friction reduction, and stronger omni-channel support.
- You’ll manage relationships with stakeholders across the business, including Regional & Business MDs, Marketing Directors, and the CMO, presenting regular updates up to board level.
About You
- You have proven expertise in developing and managing multi-national CRM and Loyalty programs in a retail or B2C environment reaching millions of customers, driving customer engagement, purchase and retention.
- You have a strong understanding of customer data platforms, data architecture, and data governance principles.
- You demonstrate strategic thinking within complex, international organisations, effectively engaging with a diverse array of stakeholders and balancing competing pressures.
- You have a proven track record of managing customer-centric and commercial objectives, with a history of setting, achieving, and surpassing challenging KPIs and OKRs.
- You possess excellent communication and storytelling abilities, skilled at explaining complex information in accessible ways for audiences at all organizational levels, including senior C-Suite executives.
- You’re able to lead, plan and coordinate complex programmes of work across multiple markets, functions and business units.
- You have a track record of leading, inspiring and developing large multi-disciplinary multi-geography departments and building effective senior leadership teams.
- You have strong analytical skills, able to quickly interpret complex data and statistics, recognise patterns and determine commercial opportunities.
From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.
We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.
Source: TUI
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